Total Quality Management Systems in the Hellenic Public Administration: A Case Study on the Common Assessment Framework Application

Tsimboukidou Irene, Dionysopoulou Panagiota, Mylonakis John

Abstract

The application of the Quality Management System in the Public Sector requires established objectives and continuous improvement aimed at citizens’ satisfaction. Therefore, more empirical evidence is needed to meet citizens’ requirements. The main quality tools used are: Management by Objectives, Indicators Measuring Efficiency and Effectiveness, the Common Assessment Framework and the Quality Certification through ISO. The CAF consists of nine criteria and 28 sub-criteria for evaluation. Each criterion involves a field or administrative aspect of reality that is accessed to determine whether it meets the stated requirements of the CAF.The paper examines the characteristics, the aim, the methodology and the implementation schedule of Total Quality Management introduced in the Greek Public Administration in 2004 by Law 3230/2004. Furthermore, the paper presents a case study in which the Common Assessment Framework was implemented in the Central Administration of the Ministry of Education, Religious Affairs, Culture and Athletics in Greece between the years 2010 and 2012. The Total Quality Management System yields multiple benefits. Of basic importance are the internal benefits that arise from better internal functioning of Public Administration. Most significant are the benefits that result from the relationship between Public Administration and external environment. This improves transactions between the administration and the public.

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